Answers to popular questions about
Online Support
General
What is T-Mobile 5G Home Internet?
- It’s affordable internet service that lets you do it all with taxes and fees included for qualified accounts, no annual contract, and no equipment fees.
T-Mobile Internet service is powered by America’s largest 5G network in locations we determine will receive a great internet experience.- You receive service through a
5G Gateway device (which combines the capabilities of a router and a modem), the Gateway device then converts the 5G signal toWi-Fi , and provides aWi-Fi signal. - Easy, self-installation.
Do your plans come with Price Lock?
For more information about Price Lock, see additional FAQs here.
Can I purchase higher-speed service?
We don’t offer tiered pricing based on speeds at this time. Customers receive the best speeds available from the service at their location. As better speeds are available, customers will automatically experience them, at no additional cost. During congestion, Internet customers may notice speeds slower than customers using other
Are there ways I cannot use T-Mobile 5G Home Internet?
You can use your Home Internet for all the homework, streaming, and video conferencing you need! But to ensure that our network is available for all customers, there are some restrictions on activities that can damage or disproportionately congest the network. For example, Home Internet is not intended for unattended use, automatic data feeds, automated machine-to-machine connections, or uses that automatically consume unreasonable amounts of available network capacity. In addition, many
Who is eligible for T-Mobile 5G Home Internet?
Eligibility is determined by the service address. Address eligibility is based off network capacity, which is expanding all the time, but can also change as more customers join
- Home Internet and Home Internet Plus must have a service address that is eligible for unlimited service. These plans are eligible for use at only the approved address.
- Home Internet Lite must have a service address eligible for Lite plans. Home Internet Lite plans activated starting May 9, 2024 may only be used at the approved address.
- Away must have an eligible physical service address to get started. Once activated, Away plans may be used anywhere on the
T-Mobile network but should not be used primarily in a single location.
Can I get a discount for having both T-Mobile phone and Internet services?
Yes, you can get a discount when you bundle new Home Internet or Home Internet Plus with
Can I get T-Mobile 5G Internet for my business?
Great news!
Can I transfer my T-Mobile 5G Internet service when I move homes?
Yes, give us a call at 1-877-373-0347 prior to moving to confirm that your new address is eligible for service and set up a change of address.
For more information about moving your
Plans
What is the Home Internet plan?
- It’s affordable home internet service that lets you do it all with taxes and fees included for qualified accounts, no annual contract, and no equipment fees.
T-Mobile 5G Home Internet service is powered by America’s largest 5G network in locations we determine will receive a great internet experience.- You receive service through a
5G Gateway device (which combines the capabilities of a router and a modem), the Gateway device then converts the 5G signal toWi-Fi , and provides aWi-Fi signal accessible by all the devices in your home. - Easy, self-installation – set up in as little as 15 minutes.
What speeds can I expect from Home Internet and Home Internet Plus?
What is the Away plan?
- Away is beyond the home
Wi-Fi designed to give you powerful and flexible internet that can be used on the go, anywhere onT-Mobile ’s network. Perfect for long term RVers, seasonal travelers, digital nomads and other frequent travelers. - It comes with a
5G Gateway included, and unlimited data is available so you get the freedom and flexibility ofWi-Fi on the go without equipment charges. Set up is easy with self-installation, so you can go from box to browsing in 15 minutes or less.
What happens if I go over my Lite or Away data cap?
Once you use your monthly allotment of data, you will experience reduced speeds (128kbps) for the remainder of your billing cycle. You can add more data at any time via the myTMO app, online at myTMO.com, or calling customer Care (1-800-937-8997).
Can I carry over my unused Lite or Away data to the next month?
No, monthly data cannot be carried over.
What is the Home Internet Plus plan?
Home Internet Plus is a one-stop solution that gives you a comprehensive home
- Do it all with taxes and fees included for qualified accounts, no annual contract, easy self-installation, and no equipment fees.
- Home Internet Plus is powered by America’s largest 5G networkin locations we determine will receive a great internet experience.
- You receive service through a
5G Gateway device (which combines the capabilities of a router and a modem), the Gateway device then converts the 5G signal toWi-Fi , and provides aWi-Fi signal accessible by the devices in your home. T-Mobile ’sWi-Fi Mesh Access Point can cover more of your home and even outdoors with strong, consistent, reliableWi-Fi performance, giving you more flexibility to work, stream, and play.- Stay tech stress free for all of your connected home device needs, with a 24-hour US based tech experts that you can call, text and video.
What is Assurant® Personal TechPro?
Assurant Personal TechPro provides unlimited live U.S.-based tech support and assistance for a variety of smart connected devices in the home — from setup to computer virus removal, to everyday usage,
Download Android App here
Download iOS App here
- Get help across various device setup stages and types of everyday tech usage challenges - Personal TechPro will help with set up, sync, troubleshooting, PC virus removal, backup photos, streaming app account setup, and more
- Available for a large range of smart devices in your home - wide range of device support coverage, including thousands of device-specific self-help tips, covering a variety of brands, models and product categories (TVs, gaming consoles, washing machines, doorbells, thermostats, indoor cameras, small appliances, computers etc.)
- Unlimited access, any time you want it - 24 hours a day, 7 days a week support hours, 363 days a year (closed on Christmas and Thanksgiving only)
- Get support in a way that result in faster solutions, in a way that you prefer to communicate in - Tap to call and tap to chat with a real person, with optional screen and camera sharing support
- Highly skilled experts that provide fast and proven service – Personal TechPro has over 98% resolution rate, calls answered in 15 seconds or less and tech challenges solved in an average of 15 minutes or less, with greater than 97% customer satisfaction rate
What are the Home Internet Lite plans?
What speeds can I expect fromAway?
Away internet can be used anywhere on
Test Drive
What is Test Drive, and who is eligible?
New and existing
How can I try Test Drive?
Any customer who activates
How can I get my money back if I do not wish to continue with T-Mobile Internet?
At the time cancellation is scheduled, a one time bill credit will be applied to your account to zero out any
When does my 15 days start for Test Drive?
Your 15 Days starts the day you activate and bring home your device from a retail store or once you receive a notification that your
Do I need to return any equipment that was sent to me if I cancel service?
Yes, you will need to return the gateway after you cancel your service, or you will be charged a non-return fee to your bill that is not eligible for any money back adjustment. Equipment Non-Return Fees are not part of Test Drive. These will be handled in the same way they would without Test Drive and are not eligible for a money back adjustment.
What is the difference between T-Mobile 30 day Network Test Drive, and the 15 day Internet Test drive?
The
Signing Up
How do I get signed up for T-Mobile Home Internet or Away?
- Check availability for 5G Home Internet or 5G Home Internet Plus at your address at www.t-mobile.com/isp and choose the best plan for you to sign up.
I received an invitation to sign-up for T-Mobile Home Internet, but when I go to the web and put in my information, I get a message that says "You're on the Waiting List".
- Sometimes, if you're the primary account holder on an existing
T-Mobile account, we'll send you an invitation when another location on your account is eligible. In this situation, you might get a "waiting list" message if you try to check availability for your own address. T-Mobile Home Internet invitations for existingT-Mobile accounts are tied to a specific phone number, so if the correct phone number is not entered on the form, you'll get that response even if you received an invite.- You can re-try using a different phone number on your account or call our dedicated Customer Care team at1-844-275-9310 to help.
Why do I want a T-Mobile ID?
A
Home Internet customers can create a
Note: Home Internet customers that did not provide an email address for service notifications and receive a paper bill will need to call 844-275-9310 to provide their email address in order to register for
Where can I find information on T-Mobile Fiber?
What is the difference between 5G Home Internet and Home Internet Lite?
HomeInternet Lite are plans with data buckets of either 100 GB or 150GB per month while 5G Home Internet is an unlimited plan. If you start on a Lite plan, simply signup for the Waitlist to be notified once your address qualifies for the unlimited 5G Home Internet plan.
When do you expect to roll out more markets?
We are working aggressively to expand
How can I check the status of my order?
If you have placed an order for a device and have not received it yet, you can check your order statushere.
I'm on the waiting list for T-Mobile Home Internet. What does it mean?
We're working to expand
What offers or promotions are available with T-Mobile Fiber?
We’re excited to bring our
Will I be notified when unlimited becomes available if I sign up for Lite?
If you start on a Lite plan, simply signup for the Waitlist to be notified once your address qualifies for the unlimited 5G Home Internet plan.
Home Internet Backup
What is Home Internet Backup?
How do I use Home Internet Backup when my primary internet service provider has an outage?
Home Internet Backup comes with a
What happens if I use all my Home Internet Backup full speed data?
Once you use your 130 GB of monthly full speed data, you’ll stay connected at speeds of up to 600 kbps until your plan resets on the first day of your next billing cycle. Home Internet Backup is intended for use only as a backup in the event of a separate, primary internet provider outage.
Can I carry over unused data month to month?
No, unused data can’t be carried over to the next month.
What if I need more data, can I upgrade my Home Internet Backup plan?
You can upgrade your Home Internet Backup plan to a
What if the gateway is turned on, but no data is used?
No problem! The gateway can stay plugged in and on, and data will only be used if devices are connected to the Home Internet Backup
Who is eligible for Home Internet Backup?
Home Internet Backup is for people with an existing primary internet provider who need a backup connectivity solution for when their primary internet provider has an outage or connectivity goes down.
What is included in the Home Internet Backup Plan?
Home Internet Backup gives 130 GB of data – enough to keep a typical household connected for up to 7 days a month – and a
How do I monitor my data usage?
You can check your data usage at any time in your My
Will I be notified if I hit my data limit?
You will receive notifications to your Internet gateway at 80% and 100% of full-speed data usage. You can also easily check your data usage any time in your My
If you’re an Internet only customer, a second notification will be sent via email, so we recommend having an email attached to your account to receive data usage notifications.
Additionally, if you have a
When does my full speed data replenish?
Your data will reset on the first day of your new billing cycle.
Promotional Rebates
I bought T-Mobile 5G Home Internet online or with a Chat Agent after 2/15/24. How do I redeem my $200 Virtual Prepaid Mastercard®?
1. Visit https://www.promotions.t-mobile.com within 30 days of activating your new line
2. You will log in to the promotion site to redeem your Virtual Prepaid Card using your
- For help with your
T-Mobile account credentials, visit https://www.t-mobile.com/support/account/set-up-and-manage-your-t-mobile-id. - If your account only has a Home Internet line of service, you can find your assigned billing phone number on your bill under “Connected Devices.”
3. Enter all required information, including the submission promotional code: 240168
4. Eligible customers will receive the Virtual Prepaid Mastercard in 12 weeks. This card can only be used at
I bought T-Mobile 5G Home Internet in a T-Mobile Store or through a Care expert after 1/4/24. How do I redeem my $100 Virtual Prepaid Mastercard®?
1. Visit https://www.promotions.t-mobile.com within 30 days of activating your new line
2. You will log in to the promotion site to redeem your Virtual Prepaid Card using your
- For help with your
T-Mobile account credentials, visit https://www.t-mobile.com/support/account/set-up-and-manage-your-t-mobile-id. - If your account only has a Home Internet line of service, you can find your assigned billing phone number on your bill under “Connected Devices.”
3. Enter all required information, including the submission promotional code: 240097
4. Eligible customers will receive the Virtual Prepaid Mastercard in 12 weeks. This card can only be used at
How do I redeem my Free Blink Security Camera Package from Amazon?
1. Visit https://www.promotions.t-mobile.com within 30 days of activating your new line
2. You will log in to the promotion site using your
- For help with your
T-Mobile account credentials, visit https://www.t-mobile.com/support/account/set-up-and-manage-your-t-mobile-id - If your account only has a Home Internet line of service, you can find your assigned billing phone number on your bill under “Connected Devices.”
3. Enter all required information, including submission Promotion Code: 24BLINK
- You must use a valid email address to receive your unique, one-time use Amazon promo code
4. Follow these step-by-step instructions to order your FREE Blink smart security package.
- Receive your unique, one-time use Amazon promo code and redemption link via email up to 12 weeksfrom submission. Place your order now to avoid the code expiring
- Click the link from your email to go to Amazon
- Login or create a new account (Prime not required)
- Add the Blink Outdoor 4 + Blink Mini Pan-Tilt Camera package to cart (do not add components separately or add any other items to the cart)
- Copy and paste unique Amazon promo code in the payment method, then select apply for discount and free shipping and place your order
- Note: Once Amazon promo code is applied, it can not be used for another account and will expire if you exit the cart